{"id":93784,"date":"2025-05-09T17:07:00","date_gmt":"2025-05-09T21:07:00","guid":{"rendered":"https:\/\/answernet.com\/?p=93784"},"modified":"2025-10-24T18:11:11","modified_gmt":"2025-10-24T22:11:11","slug":"costs-of-missed-calls-in-medical-offices-and-how-to-avoid-them","status":"publish","type":"post","link":"https:\/\/answernet.com\/es\/costs-of-missed-calls-in-medical-offices-and-how-to-avoid-them\/","title":{"rendered":"El coste de las llamadas perdidas en los consultorios m\u00e9dicos y c\u00f3mo evitarlas"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"93784\" class=\"elementor elementor-93784\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4a07672 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4a07672\" data-element_type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5c9689c\" data-id=\"5c9689c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5b292fa elementor-widget elementor-widget-spacer\" data-id=\"5b292fa\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a40df9a elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"a40df9a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>En los entornos sanitarios de gran actividad, cada llamada es importante. Tanto si se trata de un paciente nuevo que intenta concertar una cita como de uno que vuelve para confirmar los resultados de una prueba, las llamadas son la puerta de entrada a su consulta. Sin embargo, no es raro que una gran parte de estas llamadas queden sin respuesta. De hecho, <a href=\"https:\/\/www.linkedin.com\/pulse\/shocking-truth-missed-calls-medical-practices-zed-williamson-lzxoc\/\"><strong>un estudio<\/strong><\/a> de 7.000 llamadas en 22 consultas de 18 estados descubri\u00f3 que, de media, las consultas m\u00e9dicas pierden la asombrosa cifra de 42% de llamadas entrantes durante el horario laboral. Las llamadas perdidas en las consultas m\u00e9dicas pueden traducirse en p\u00e9rdida de ingresos, pacientes frustrados y oportunidades de atenci\u00f3n perdidas.<\/p><p>\u00a0<\/p><h2><strong>El coste financiero de las llamadas perdidas<\/strong><\/h2><p>Seg\u00fan <a href=\"https:\/\/pmc.ncbi.nlm.nih.gov\/articles\/PMC5593260\/\"><strong>datos de los Institutos Nacionales de Salud<\/strong><\/a>Cada vez que un paciente no acude a una cita o no la utiliza, la consulta pierde aproximadamente $200 en ingresos. Las citas perdidas ya <a href=\"https:\/\/pmc.ncbi.nlm.nih.gov\/articles\/PMC10711277\/\"><strong>cuesta el sistema sanitario estadounidense<\/strong><\/a> m\u00e1s de $150.000 millones al a\u00f1o y las llamadas perdidas suelen ser la causa principal.<\/p><p>Las llamadas telef\u00f3nicas siguen siendo el principal canal de contacto de los pacientes con los proveedores. Aproximadamente 80% de las citas son <a href=\"https:\/\/www.healthleadersmedia.com\/innovation\/assessing-online-scheduling-emerging-trend-scheduling-physician-appointments\"><strong>a\u00fan programado por tel\u00e9fono<\/strong><\/a>lo que significa que cada llamada no contestada puede suponer una cita perdida. Incluso si un posible paciente tiene intenci\u00f3n de volver a llamar, no hay garant\u00eda de que lo haga.<\/p><p>Los estudios lo demuestran:<\/p><ul><li>60% de <a href=\"https:\/\/www.curamedix.com\/blog\/7-startling-facts-about-putting-patients-on-hold\"><strong>llamadas en espera<\/strong><\/a> colgar<\/li><li>De ellos, unos 30% nunca vuelven a llamar.<\/li><li>Y 80% de llamadas que llegan al buz\u00f3n de voz <a href=\"https:\/\/www.cbsnews.com\/news\/is-it-time-to-hang-up-on-voicemail\/\"><strong>no deje ning\u00fan mensaje<\/strong><\/a><\/li><\/ul><p>Esto significa que muchas consultas est\u00e1n ahuyentando involuntariamente a pacientes e ingresos sin ni siquiera darse cuenta.<\/p><p>\u00a0<\/p><h2><strong>La experiencia del paciente est\u00e1 en juego<\/strong><\/h2><p>No se trata s\u00f3lo de la p\u00e9rdida de ingresos. Las llamadas perdidas en las consultas m\u00e9dicas da\u00f1an la confianza del paciente y retrasan la atenci\u00f3n.<\/p><p>Un estudio de <a href=\"https:\/\/www.ajmc.com\/view\/call-center-performance-affects-patient-perceptions-of-access-and-satisfaction\"><strong>The American Journal of Managed Care<\/strong><\/a> descubri\u00f3 que los tiempos de espera telef\u00f3nica m\u00e1s largos se correlacionan directamente con la sensaci\u00f3n de los pacientes de no poder acceder a una atenci\u00f3n oportuna. Otro sitio web <a href=\"https:\/\/healthstuff.net\/en\/call-center-and-their-most-common-problems-and-faults.html\"><strong>estudiar<\/strong><\/a> se\u00f1al\u00f3 que los pacientes que experimentan varias interacciones telef\u00f3nicas deficientes tienen cuatro veces m\u00e1s probabilidades de cambiar de proveedor.<\/p><p>Casi <a href=\"https:\/\/www.pwc.com\/us\/en\/industries\/health-industries\/library\/healthcare-consumer-insights-survey.html\"><strong>la mitad de los consumidores sanitarios<\/strong><\/a> siguen prefiriendo llamar a la consulta de su m\u00e9dico antes que utilizar otros m\u00e9todos. Cuando no se responde a su llamada, es algo m\u00e1s que un inconveniente: es se\u00f1al de falta de accesibilidad, lo que puede llevar a los pacientes a buscar otra consulta o a retrasar el tratamiento.<\/p><p>\u00a0<\/p><h2><strong>Presi\u00f3n operativa sobre el personal<\/strong><\/h2><p>Desde el punto de vista administrativo, las llamadas perdidas generan una acumulaci\u00f3n de mensajes de voz, requieren un seguimiento que lleva mucho tiempo y provocan ineficiencias en la programaci\u00f3n manual. Cuando los equipos de recepci\u00f3n no dan abasto para atender las llamadas entrantes, todo el flujo de trabajo de la consulta se ve afectado.<\/p><p>Adem\u00e1s de frustrar a los pacientes, esto tambi\u00e9n contribuye a <a href=\"https:\/\/www.hhs.gov\/surgeongeneral\/reports-and-publications\/health-worker-burnout\/index.html\"><strong>agotamiento del personal<\/strong><\/a>. Responder a las llamadas con prontitud no es s\u00f3lo una buena atenci\u00f3n al paciente: es una buena estrategia operativa.<\/p><p>\u00a0<\/p><h2><strong>C\u00f3mo reducir las llamadas perdidas en su consulta m\u00e9dica<\/strong><\/h2><p>He aqu\u00ed estrategias probadas para reducir las llamadas perdidas y mejorar la experiencia del paciente:<\/p><p>\u00a0<\/p><ol><li><h3><strong> Invertir en personal telef\u00f3nico y formaci\u00f3n<\/strong><\/h3><\/li><\/ol><p>Garantizar que siempre haya alguien disponible para contestar al tel\u00e9fono durante el horario laboral. Imparta formaci\u00f3n al personal, rote la cobertura de llamadas y proporcione guiones para ayudar a resolver r\u00e1pidamente las consultas m\u00e1s comunes.<\/p><p>\u00a0<\/p><ol start=\"2\"><li><h3><strong> Actualice su sistema telef\u00f3nico<\/strong><\/h3><\/li><\/ol><p>Implemente funciones como colas de llamadas, opciones de devoluci\u00f3n de llamadas y mensajes de voz a texto para mantener el ritmo durante las horas punta. Utilice herramientas de seguimiento de llamadas para controlar las tasas de abandono e identificar los periodos de mayor volumen.<\/p><p>\u00a0<\/p><ol start=\"3\"><li><h3><strong> Ofrecer programaci\u00f3n en l\u00ednea<\/strong><\/h3><\/li><\/ol><p>Permita que los pacientes reserven citas a trav\u00e9s de su sitio web o portal del paciente, reduciendo as\u00ed la dependencia de las llamadas telef\u00f3nicas, especialmente para visitas rutinarias o de seguimiento.<\/p><p>\u00a0<\/p><ol start=\"4\"><li><h3><strong> Establezca un plan de apoyo fuera del horario laboral<\/strong><\/h3><\/li><\/ol><p>Las tardes y los fines de semana no deben ser un agujero negro para la comunicaci\u00f3n con los pacientes. Puede ampliar la cobertura telef\u00f3nica con personal interno o asociarse con un centro de contacto como <a href=\"https:\/\/answernet.com\/es\/\"><strong>AnswerNet<\/strong><\/a> para el desbordamiento y la cobertura fuera de horario.<\/p><p>\u00a0<\/p><ol start=\"5\"><li><h3><strong> Asociarse con un centro de contacto sanitario<\/strong><\/h3><\/li><\/ol><p>Una de las formas m\u00e1s eficaces de reducir las llamadas perdidas en las consultas m\u00e9dicas es trabajar con un centro de contacto. Un proveedor que cumpla la HIPAA puede:<\/p><ul><li>Contestar llamadas 24 horas al d\u00eda, 7 d\u00edas a la semana<\/li><li>Programar citas directamente en su EMR\/EHR<\/li><li>Enviar recordatorios de citas<\/li><li>Clasificaci\u00f3n de los problemas urgentes<\/li><li>Gesti\u00f3n de desbordamientos y grandes vol\u00famenes<\/li><\/ul><p>\u00a0<\/p><p>Las consultas que utilizan servicios profesionales de contact center pueden reducir las tasas de abandono de llamadas, mejorar el acceso a la atenci\u00f3n y aumentar la satisfacci\u00f3n de los pacientes.<\/p><p>\u00a0<\/p><h2><strong>C\u00f3mo puede ayudar AnswerNet<\/strong><\/h2><p>AnswerNet ofrece <a href=\"https:\/\/answernet.com\/es\/industries\/sanidad\/\"><strong>servicios m\u00e9dicos de atenci\u00f3n telef\u00f3nica y contact center<\/strong><\/a> dise\u00f1ado para ayudar a las organizaciones sanitarias. Con agentes en directo 24 horas al d\u00eda, 7 d\u00edas a la semana, formados en el cumplimiento de la HIPAA y la comunicaci\u00f3n con los pacientes, nos aseguramos de que sus llamadas siempre sean atendidas, ya sea en horario de oficina, por las tardes, los fines de semana o los d\u00edas festivos. Trabajamos a la perfecci\u00f3n con sus sistemas y protocolos para que los pacientes reciban un servicio coherente y profesional cada vez que llamen.<\/p><p>Las llamadas perdidas no tienen por qu\u00e9 ser el coste de hacer negocios. Con los sistemas y el socio adecuados, puede asegurarse de que cada llamada sea una conexi\u00f3n, no una oportunidad perdida.<\/p><p><a href=\"https:\/\/answernet.com\/es\/start-your-14-day-free-trial\/\">Reg\u00edstrese ahora para probar nuestro servicio de contestador autom\u00e1tico gratis durante 14 d\u00edas.<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-30f1967 elementor-widget elementor-widget-spacer\" data-id=\"30f1967\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5e1359c elementor-align-center elementor-widget elementor-widget-button\" data-id=\"5e1359c\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-lg\" href=\"https:\/\/answernet.com\/es\/contacto\/sales-inquiries\/\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Charlemos<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fc8e6da elementor-widget elementor-widget-text-editor\" data-id=\"fc8e6da\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Art\u00edculos relacionados:<\/strong><\/p>\n<p><a href=\"https:\/\/answernet.com\/es\/what-to-look-for-in-a-healthcare-call-center-partner\/\" target=\"_blank\">Qu\u00e9 buscar en un socio de Contact Center sanitario<\/a><\/p>\n<p><a href=\"https:\/\/answernet.com\/es\/patient-centered-communication-omnichannel-solutions-for-healthcare\/\">Comunicaci\u00f3n centrada en el paciente: Soluciones omnicanal para proveedores sanitarios<\/a><\/p>\n<p><a href=\"https:\/\/answernet.com\/es\/benefits-remote-medical-answering-service-blog\/\">Principales ventajas de un servicio de atenci\u00f3n m\u00e9dica a distancia para su consulta<\/a><\/p>\n<p><a href=\"https:\/\/answernet.com\/es\/medical-office-telephone-best-practices-blog\/\">Mejores pr\u00e1cticas de telefon\u00eda en el consultorio m\u00e9dico para mejorar la eficacia y la experiencia del paciente<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Las llamadas perdidas en las consultas m\u00e9dicas cuestan ingresos, retrasan la atenci\u00f3n y frustran a los pacientes. Aprenda a evitarlo.<\/p>","protected":false},"author":24,"featured_media":93785,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[412],"tags":[88,268,397,98,122,124,383,67,127],"class_list":["post-93784","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industry-insights","tag-answering-service","tag-customer-service","tag-healthcare","tag-inbound-call-center","tag-medical-answering-service","tag-medical-appointment-scheduling","tag-outsourcing","tag-telephone-answering-service","tag-virtual-receptionist"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.5 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why Missed Calls Hurt Medical Offices\u2014And How to Prevent Them<\/title>\n<meta name=\"description\" content=\"Missed calls in medical offices cost revenue, delay care and frustrate patients. 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